AccountId: 011433970860
ContactId: 01cca4f2-86d4-454a-8edd-45b75995ca1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1511560 ms
Total Talk Time (AGENT): 546568 ms
Total Talk Time (CUSTOMER): 544275 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/01cca4f2-86d4-454a-8edd-45b75995ca1e_20250421T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], ma'am. I was calling to check on the status of a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir. I'll be more than happy to help you with your claim. May I have your phone number and uh, and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] policy number 2566.
[CUSTOMER][NEUTRAL] 030.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, I'm in the policy. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, date of birth [PII] email address [PII], I'm sorry [PII] and mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the claim, hold on.
[AGENT][NEUTRAL] On [PII], it finished processing. Um, we received the itemized bill.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so it says, I'm sorry?
[CUSTOMER][NEUTRAL] Take that, ma'am.
[CUSTOMER][POSITIVE] Go ahead, take your time.
[AGENT][NEUTRAL] It says, um, please provide the itemized billing from the provider's office showing the procedure codes and charge amounts for each service rendered. Let me see what was sent there. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll send all that in to you.
[AGENT][NEUTRAL] You said you did?
[CUSTOMER][NEUTRAL] Because they had a payment amount. Yeah, I've been saying that that was because they had an amount on the top of it so they wouldn't pay $169 for the next 4 years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, I'm just waiting for the, the, oops, the documents to populate.
[CUSTOMER][NEUTRAL] That's what it said, OK, cause you, they first did it for me they gave me like $4560.
[CUSTOMER][NEGATIVE] And they told me I have a payment plan for $169 a month. And it was circle on the top when they wrote all it down on top of that it was a whole out of my, every time I went it's like.
[CUSTOMER][NEUTRAL] 3 or $400 each day I go to get in that machine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, the documents are coming up.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold? It's about 9 pages. I'm just looking through them.
[CUSTOMER][NEUTRAL] OK, look up for the [PII].
[CUSTOMER][NEUTRAL] [PII] and the [PII], [PII]. You should see it.
[CUSTOMER][NEUTRAL] Cause one of the bills was for my mileage.
[CUSTOMER][NEUTRAL] I think I decide where I, where I was coming from and where I was going to when I was coming back. That was one of them then the other one was that, uh, one that y'all needed. It was too big one from the [PII] urologist and one from radiation treatment.
[CUSTOMER][NEUTRAL] Cause one was $2000. I've been making payments on $104 and then the other one was $4560.
[AGENT][NEUTRAL] OK, I see what they're saying. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh mail preassignment.
[AGENT][NEUTRAL] So what they're saying is.
[AGENT][NEUTRAL] These documents that that were received, I mean, I do see what you're saying in terms of like the billing, but this is like your patient version.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] So there's a version that the hospital or the location that you went to have, and then they generate your bill from that and the bill from them that goes to the patient, it'll just show like the procedure codes and what you paid for. Um there what the
[CUSTOMER][NEUTRAL] I haven't paid anything yet because I ain't did my payments on it yet. Hold up, uh, let me get y'all uh fax number so I can call them and they can fax over to you.
[CUSTOMER][NEUTRAL] OK, uh, what's your fax number?
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII]. Go ahead, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 94
[CUSTOMER][NEUTRAL] 94
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 23. OK, got it. So I'm gonna call them you wanna itemize billing for me?
[AGENT][NEUTRAL] Yes, and um it needs to have the diagnosis codes, the procedure codes, and all of the charge, you know, the charges, it, it'll already be on there because it's the bill.
[CUSTOMER][POSITIVE] I can put you on too where you can talk to them and tell them all you need.
[AGENT][NEUTRAL] Um, that's fine too.
[CUSTOMER][NEUTRAL] OK, and then I'll just give the esto to you. I call now what about the other one for the mileage?
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] So it looks like, OK, so we received something on the [PII] and [PII], but when they processed it, they put it all together. So it's, it's asking for the same thing for both. So once look like once you get both, it will be for both. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just hold on then, ma'am.
[CUSTOMER][NEUTRAL] And put you so you can tell them what all you need from me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] And a call.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] OK, let me get that phone number.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] It'll be a lot.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey Mr. [PII].
[CUSTOMER][POSITIVE] I'm sorry for them. I just messed up but uh here's their phone number they say y'all, you can call them and tell them what all you need and fax it right over to you.
[AGENT][NEUTRAL] Are you asking me to call them while we're on the line together?
[CUSTOMER][NEUTRAL] Are you ready for it now?
[CUSTOMER][NEGATIVE] Yes, you go ahead and call him back right now. Yeah, I messed up.
[AGENT][NEUTRAL] OK, what's the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling. Please continue to hold for the next available agent.
[CUSTOMER][NEUTRAL] Arkansas Prostate Cancer Center, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], uh, my name is [PII]. I'm calling from American Public Life. We have a mutual patient, um, Mr. [PII], he's on the line as well. Uh, one of his claims for his, I'm here, Mr. [PII], one of the claims for his uh
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One of the claims for his radiation um was denied because we're requesting the um radiation billing, itemized billing, and he just wanted me to uh call, I guess, and explain what was, what was needed so that we can process the claim.
[CUSTOMER][NEUTRAL] OK, you can request for it. I can give you our fax number so y'all can request for those uh.
[CUSTOMER][NEUTRAL] So you can risk for those that billing I don't know I've never had to do that before um.
[CUSTOMER][NEUTRAL] Specifically, but.
[CUSTOMER][POSITIVE] I can y'all can send a request for it and we can fax it.
[AGENT][NEUTRAL] Like the
[AGENT][NEUTRAL] You're saying us as the insurance company or Mr. [PII] needs to do that?
[CUSTOMER][NEUTRAL] The insurance.
[AGENT][NEGATIVE] We're not gonna
[AGENT][NEUTRAL] So, a claim was filed and we need additional information?
[AGENT][NEUTRAL] You're wanting us to
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] So is there a way Mr. [PII] can request the
[CUSTOMER][NEUTRAL] In order to get those records.
[CUSTOMER][NEUTRAL] Yeah, I just pick up today.
[CUSTOMER][POSITIVE] Yeah I can give it to him and he can fax it to y'all.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] But without uh without a fact saying that y'all need it or?
[CUSTOMER][NEUTRAL] I can't just fax anything to anyone with patient records on there.
[AGENT][NEUTRAL] Mr. [PII], does the, um, does the location, do they file your claims, like do they bill us after your services or you do it by yourself, because I don't understand. It's like filing a claim, we need the bill.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I had to do it by myself.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm about to do it myself and just back through it to you.
[AGENT][POSITIVE] OK, that sounds like the easiest. What does he need to do to request that, ma'am?
[CUSTOMER][NEUTRAL] I mean I can give him his the what date of service is it? I don't.
[CUSTOMER][NEUTRAL] What's the data service?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Uh, at [PII], when it started.
[AGENT][NEUTRAL] No, no, no, no, no. The date of service is [PII].
[CUSTOMER][NEUTRAL] You said the [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the one I I I made copies of and I guess the last time, ma'am, and I uh sent it to them.
[CUSTOMER][NEUTRAL] It was itemized billing you gave me.
[AGENT][NEUTRAL] Right, so instead of
[CUSTOMER][NEUTRAL] So you had a payment on 160.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEGATIVE] Typically the provider files the claim and they they automatically present the bill because that's how we pay out. So I, I don't understand how we can't get a bill.
[CUSTOMER][NEUTRAL] Uh, because I don't know, you'll, you'll probably it sounds like y'all need to contact Arkansas Urology because that's who the claims are done through.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK. Do you have a number for them?
[CUSTOMER][NEUTRAL] OK, I just called in.
[CUSTOMER][NEUTRAL] Their number is gonna be [PII] and you'll ask for the billing department.
[AGENT][NEUTRAL] OK, can you repeat that one more time, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I'll try to reach billing. Thank you.
[CUSTOMER][NEUTRAL] OK, uh huh bye bye.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm still here. Yes, ma'am.
[AGENT][NEUTRAL] Unless the, uh, so it sounds like the billing is separate from her office, which is, I guess she should have just said that first instead of you'll have to go through all this stuff. So I'm gonna give that office a call and see if they can go ahead and fax us over the bill.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You because you shouldn't have to go through all this. They know that to to pay a bill, we need a bill. So hold on one moment, OK?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Did you get the one from them though, the regular people, that's why I said they had the one on set a payment of $169 a month for 4 years.
[AGENT][NEUTRAL] Well, I didn't see that. The only thing I saw was the radiation.
[AGENT][NEUTRAL] But I didn't see the, the one, hold on, let me go back to it because I still have it up.
[AGENT][NEGATIVE] I was just getting a little aggravated. It's like they make it so hard for the patients, like how can we pay the bill if we don't have a bill?
[AGENT][NEUTRAL] We need that. Hold on one second.
[AGENT][NEUTRAL] It's coming up now.
[AGENT][NEUTRAL] OK, so the pages that that are on our side, it has
[AGENT][NEUTRAL] To the top left it says groups.
[AGENT][NEUTRAL] And um it says primary care provider type primary care provider, contact information, and it says benefit information, radiation therapy.
[AGENT][NEUTRAL] Benefit start date is [PII].
[AGENT][NEUTRAL] Co-insurance is 20%, co-pay is 0%.
[AGENT][NEUTRAL] It's kind of like a breakdown of your benefits like that's why they're asking for the billing.
[CUSTOMER][NEUTRAL] OK, so you just itemize them from the radiation people.
[AGENT][NEUTRAL] Uh, we need that, yes, we need the itemized bill for your radiation so we can know what to apply to it.
[CUSTOMER][NEUTRAL] OK, so I had to get that from Arkansas from the Doctor one them off like I did last time. That's the one I got name, so I just get it again when I go there and I just send it to y'all.
[AGENT][NEUTRAL] OK, so did you want me to call that number?
[CUSTOMER][POSITIVE] Yeah, call they might have for you call the number, yes ma'am.
[AGENT][NEUTRAL] OK, um, hold on one moment while I'm calling on the other line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] Thank you for calling Arkansas Urology. If this is a medical emergency, please hang up and dial [PII]. Please listen carefully as our menu options have changed. If you are a physician or calling from a physician's office, press 1. If you are a new patient or wish to schedule an appointment, press 2. If you need to speak with a nurse or have a medical question, press 3. If you need to speak with our billing department, press 4.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] If you need to speak with medical records, press 5. To repeat these options.
[CUSTOMER][NEUTRAL] In the payoff. Thank you for calling. Please continue to hold for the next available agent. It's still here.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] They have a billing department.
[AGENT][NEUTRAL] Mhm. I selected billing.
[CUSTOMER][NEUTRAL] OK. Arkansas, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I'm calling from American Public Life. How are you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm well how are you?
[AGENT][NEUTRAL] I'm doing well. I have a patient, a mutual patient of ours on the other line or on the line with us, uh, Mr. [PII], we're trying to pay a um radiation claim for him, but we're requesting the radiation bill and um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't know what phone number it is, but we called [PII].
[AGENT][NEGATIVE] And they told us that we needed to request a bill and I'm like, it's for a claim. The claim was submitted, we need a bill. Is there any way that y'all can fax us over the claim or do you need the permission from the patient? I don't, I don't understand why we can't get a bill.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, so it all depends on if the patient has provided his this insurance, so I'll pull him up and we can take a look. Um, what is his date of birth, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what's your first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Alright, thank you and also if you'll verify your address for me.
[CUSTOMER][NEUTRAL] [PII], ZIP code [PII] either [PII].
[CUSTOMER][POSITIVE] Yeah, we have your physical thank you.
[CUSTOMER][NEUTRAL] So let's see here.
[CUSTOMER][NEUTRAL] OK, so the only insurance that he that you provided so far is your Blue Cross Blue Shield. So to answer her question, that's why we haven't filed a claim to you to that insurance because you never provided it to us, but I can give to you.
[CUSTOMER][NEUTRAL] Back in March.
[CUSTOMER][NEUTRAL] I'll talk to you back in February about that.
[CUSTOMER][NEUTRAL] He was on the phone doing the same thing.
[CUSTOMER][NEUTRAL] And it was the same people it's the cancer insurance but I told you that hey.
[CUSTOMER][NEUTRAL] OK, so he asked me to send him the billing summary.
[CUSTOMER][NEUTRAL] OK, so yes sir, so I actually sent you the billing summary on [PII].
[CUSTOMER][NEUTRAL] Uh-huh I said over them once before. Yes, I received it.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And I sent it to them. OK.
[AGENT][NEUTRAL] Can I ask a question? Is it, so, uh, [PII]?
[AGENT][NEUTRAL] Is there a way, like Mr. [PII], do you want to file these claims on your own or can you just give them our information for them to file so you don't have to do all this?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I give them my information to 5 they gonna do with that.
[AGENT][NEUTRAL] Or you prefer to?
[CUSTOMER][NEUTRAL] Yeah the question is, is this a supplemental policy or is it a secondary policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Supplemental.
[CUSTOMER][NEUTRAL] It's a secondary policy one I guess supplement. OK. So if it's supplement, you have to file that yourself.
[CUSTOMER][NEUTRAL] OK then. But now I could, if you have a true secondary insurance, we could take that but if it's only supplemental basically the documentation, the billing summary.
[AGENT][NEUTRAL] So that's why he's filing.
[CUSTOMER][NEUTRAL] Right, mhm.
[AGENT][NEUTRAL] OK, cause yeah, we're not second to Blue Cross for him. This is just like an extra, you know, like an additional cancer policy. OK, so what do I need to do to get him the, because all we're asking for is the itemized radiation bill so we can start paying towards the radiation treatment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So that is what I sent him on [PII] that he's stating that he sent already. Was that not sufficient for you guys?
[AGENT][NEUTRAL] So what does it?
[AGENT][NEGATIVE] Um, this, this is not.
[AGENT][NEUTRAL] Mr. [PII], do you have
[CUSTOMER][NEUTRAL] I'll tell you what, sir, just said to me.
[CUSTOMER][NEUTRAL] You can send it to me again. I just, I just uh uh make a copy of it and send like I did last time. I just do it like that.
[AGENT][NEGATIVE] Yeah, because what this is, this isn't a bill. This is like, it shows me.
[AGENT][NEUTRAL] No, this isn't a bill. This is kind of like what your coverage is.
[CUSTOMER][NEUTRAL] OK, and then I go today and get the other one from that lady and I send it to y'all again so I can pull it up on my fax machine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll go ahead and process it once we receive it. OK, so [PII], can you resend that to him for us?
[CUSTOMER][NEUTRAL] I will, mhm.
[AGENT][NEUTRAL] All right, Mr. [PII] in there.
[CUSTOMER][POSITIVE] Well thank you sir. Make it easy. You want me to email it this time so that way you can just forward it over to her maybe.
[CUSTOMER][NEUTRAL] Yeah, you go email it to me.
[CUSTOMER][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK, so we have [PII].
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Alright, so now, did I not, did I email it to you last time or did I mail it?
[CUSTOMER][NEUTRAL] You mailed it to me last time. You never emailed it to me. I mailed it. OK, I got you. Alright, hold on one moment here.
[AGENT][NEUTRAL] You know what this looks like, this, this looks like, you know, when you're searching for um eligibility and it shows like authorized, not co-insurance payment, all of that. That's what this is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This, yeah, I don't think, I think the wrong thing was sent over because that's why they're asking for the bill. OK, now that makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll work. So I will go ahead and get that email to you shortly. Now I'm sending all of the services from [PII] or?
[CUSTOMER][NEUTRAL] OK. And then that way they can determine out of those dates which which amounts they can pay.
[AGENT][NEUTRAL] Do you have anything for [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] So now 48,000 is still currently processing through Blue Cross and it that [PII] is still processing. So yeah, I can send you the before Blue Cross part of [PII], but the charges they haven't released it doing that.
[AGENT][NEUTRAL] Now, let's wait for that.
[AGENT][NEUTRAL] Cause I don't want them to be denied asking for it.
[CUSTOMER][NEUTRAL] OK, because right now.
[CUSTOMER][NEUTRAL] They're they're processing [PII] right now. That's what that 48,000 consists of, but they just hadn't, you know, that's just the other day, so they hadn't finished all of those yet.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It just hasn't run its course yet. OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So do we need to wait on the [PII] or were you trying to see about the ones before these dates?
[AGENT][NEUTRAL] No, I, so Mr. [PII], it's best if you wait until after that [PII] processes because that's the date of service on this denied claim. So it won't really benefit you if he rescinds the other dates because that's not what the denied claim is on.
[CUSTOMER][NEUTRAL] OK, just wait to, uh, just how long I'm gonna wait?
[CUSTOMER][NEUTRAL] Uh, I would say when you get a bill from us for the balance that they leave for you that Blue Cross leaves, that's when we, you know, it, it's processed and we will be able to send you the billing summary at that point.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll work.
[AGENT][POSITIVE] All right, [PII]. Well, thank you so much for the clarity.
[CUSTOMER][NEUTRAL] OK, well then in that case, did you have any other questions?
[CUSTOMER][POSITIVE] Oh, you're welcome, no problem.
[AGENT][NEUTRAL] You OK, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] Alright, you too, [PII].
[CUSTOMER][POSITIVE] I'm OK with that, yes, ma'am, I can.
[AGENT][NEUTRAL] So they're gonna
[CUSTOMER][NEUTRAL] Well I just wait then
[AGENT][NEUTRAL] Yes, so once you receive the bill from um the provider that lets you know Blue Cross Blue Shield is done with their part, that's the leftover and then you can call them and ask them to send everything to us or to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they'll have [PII] included in that, OK?
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] OK then. I'll take care of it then.
[AGENT][NEUTRAL] All right, Mr. [PII]. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, I'm just waiting on that so I can get that over to you so go ahead and process that back 10 to 15 days, right.
[AGENT][NEUTRAL] At least, yeah, I, I would give it that at at the mo[PII], and if it's not that, if you don't receive a bill by then, you can definitely give them a call and see where they are in that process. They may not know because they're waiting on Blue Cross Blue Shield to send it to them, but
[AGENT][NEUTRAL] Um, I do have notes on your policy as well, so if you need us, just let us know. But once you get that bill, go ahead and call them for him to send it so we can get this denial reprocessed.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I said thank you man I appreciate you.
[AGENT][POSITIVE] Alright, you're very welcome. Thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.